Be Flexible to Fill the Gaps – 10/6/26

The non-profit has the expected challenges.  There are only 3 people in the organization, yet, they have the same responsibilities of a larger company.  They have to do finance, sales, marketing; they deliver their services to the community, and they need to keep a pulse on what’s going on with the people they serve.

So, everybody has to wear multiple hats.  Everybody has to jump in for an event.  They are leaders making decisions one moment, they are worker bees the next.  They are developing communication strategies one moment, and they are making copies the next.  They are fundraising with local philanthropists one moment, and they are designing marketing flyers the next.  So many responsibilities, so few resources.

But they gel.  They change roles quickly.  They understand the common goal and work as a team to get there.  No responsibility is too large or too small.

The college basketball team won the NCAA National Championship, but it was not the most exciting brand of basketball.  They won with defense.  And when the analysts would talk about their defense, they would use the analogy of a string.  When one of the five defenders on the court would move to a different position based on which opposing player had the basketball, the other players would naturally adjust their position to fill in the gaps.

It was constant movement, like it was choreographed to make sure no holes existed, and everybody was in perfect position to challenge a shot or to get a rebound.  There was no selfishness – where people were more focused on shooting the ball 30 times or constantly trying to get a steal.  They knew their role, and they were willing to work hard at defense because they understood that the better they play as a unit, the better chance they had to win.

These are examples of teamwork in very different organizations.  They are also examples of effective cultures.  Where people have the humility to do any task, where they are making their own interests secondary to the ultimate goal of the organization.

They are willing to move and help their co-worker, because they understand the greater good that they are trying to achieve.

Consider your own team or your own organization.  Look at yourself and see if you are flexible, willing to wear the many hats needed like the non-profit staff.  See if you are willing to fill the gaps temporarily left by others like the basketball team.  See if you have the humility to do what’s necessary for the success of the whole.

Adopt the characteristics of these successful teams to be a positive part of your culture.

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Posted on in Customer Service Tip of the Week

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